Shipping policy

At Vourelle, standard shipping is free on every order to the United States, the United Kingdom, Australia and Canada, with no minimum spend. For any question about delivery, write to us at info.vourelleshop@gmail.com.

Shipping Coverage

This policy covers orders delivered to the United States, the United Kingdom, Australia and Canada. These are the only countries we currently deliver to, and orders placed for any other destination will be cancelled and refunded in full.

Order Fulfillment and Shipping Origin

Vourelle is a business based in Singapore. Our pieces are prepared and dispatched by partner fulfillment warehouses overseas, including in China, so your parcel will usually arrive from a different country than our registered Singapore address. By placing an order with Vourelle, you understand that it may be packed and shipped from one of these international warehouses.

Processing and Handling Time

Once your payment is confirmed, your order is prepared for dispatch within 1 to 3 business days, Monday to Friday. Orders placed after 6:00 PM Singapore Time (SGT), or on a weekend or public holiday, begin processing on the next business day. If a piece in your order will take longer to prepare, we will let you know by email.

Delivery and Transit Time

After dispatch, orders usually arrive within 10 to 20 business days, so most clients receive their order within 11 to 23 business days of placing it. These times are estimates rather than guarantees. Customs inspections, carrier schedules, public holidays, severe weather and remote delivery areas can occasionally add time.

Shipping Rates

Standard Shipping is free on every order to the United States, the United Kingdom, Australia and Canada, with no minimum spend and no shipping charge at checkout. Prices are shown and charged in your local currency: US dollars in the United States, pounds sterling in the United Kingdom, Australian dollars in Australia and Canadian dollars in Canada.

Order Tracking

Every order is shipped with tracking. Once your parcel has been dispatched, we email you a tracking number and a link so you can follow its progress. Tracking can take a few business days to show its first update, and updates may pause while a parcel is moving between countries or clearing customs. If your tracking has not changed for more than 7 business days, please contact us and we will check with the carrier.

Customs, Duties and Taxes

International parcels may be subject to import duties, taxes or customs fees when they arrive in your country. Where these are not collected at checkout, they are the responsibility of the recipient and are set by your local customs authority, not by Vourelle. We are not able to mark parcels as gifts or declare a lower value than you paid.

Delayed or Missing Parcels

If your order has not arrived within 45 days of dispatch, please email us with your order number and we will open an investigation with the carrier. Where a parcel is confirmed lost in transit, we will send a replacement or give you a full refund. If tracking shows your order as delivered but you cannot find it, please check with neighbors, your building reception and your local post office first, as parcels are sometimes left in a safe place or held for collection. We are unable to replace or refund an order that tracking confirms as delivered.

Address Accuracy and Undeliverable Parcels

Please check your shipping address carefully before you place your order. If you notice a mistake, email us straight away. We can correct it as long as the order has not yet been processed by our warehouse. If a parcel cannot be delivered because the address was incomplete or incorrect, because the recipient could not be reached, or because it was refused or not collected from the carrier, we are unable to replace or refund it. Any cost of redelivery or reshipment in these cases is the responsibility of the customer.

Damaged, Incorrect or Missing Items

If your parcel arrives damaged, or if a piece is faulty, incorrect or missing, please contact us within 7 days of delivery with your order number and clear photos. We will put it right as set out in our Return and Refund Policy.

Events Outside Our Control

We are not responsible for delays or failed deliveries caused by events beyond our reasonable control, such as natural disasters, severe weather, strikes, carrier disruptions, customs holds or other circumstances of force majeure. We will always do what we can to help you locate your order.

Returns

Change-of-mind returns can be requested within 7 days of delivery, or within 14 days for clients in the United Kingdom. Full details are in our Return and Refund Policy at https://vourelle.store/policies/refund-policy.

Contact Information

Store Name: Vourelle
Address: Blk 634 Choa Chu Kang North 6 680634
Email: info.vourelleshop@gmail.com
Phone: +65 87875990
Customer Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Singapore Time, SGT)